The player from Germany had won €60 after depositing €20 at Vipsta but faced issues with withdrawing his winnings. After waiting for two weeks and submitting KYC documents, he discovered that his account had been blocked by management for unknown reasons, which prevented him from accessing his funds. The player did not respond to the Complaints Team's inquiries and reminders seeking further information about the issue. Consequently, the complaint was closed due to lack of communication, with the option to reopen it if the player chose to resume contact.
Vipsta Casino - Player's withdrawal has been blocked by casino.
Closed
Our verdict
Player stopped responding
Amount: €60
Vipsta Casino
Safety Index 6.4 Below averageCase summary
Discussion
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1 month ago
Translation
Hello,
I deposited €20 at Vipsta, played, won €60 and immediately withdrew it.
Two weeks later, the money still hasn't arrived, and several conversations with customer support have only triggered a KYC check, for which I, of course, submitted everything.
Everything's normal in the everyday casino business. I'm familiar with it too.
But the money still didn't arrive.
Ultimately, in the next support call, it turned out that my account had been blocked for everything else "by decision of management".
I can still log in and deposit money, but I CANNOT withdraw it.
Of course, I don't want you chasing after my remaining €50, but rather issuing a warning because this is the first time in my five years of gambling that my winnings have actually not been paid out. (I gamble almost daily.)
I have accounts at almost all "Bonuscrab" casinos and withdrawals are processed without any problems. (They're supposedly not affiliated.)
I have no idea what the reason is, and I doubt you'll get a better answer than I did, but I still wish you the best of luck!
If you want more information or screenshots, you can contact me anytime, I'm an open book!
Best regards!
Automatic translation:
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear Lowroller,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
- Has the casino voided your balance or only disabled the withdrawal options?
- Are you currently still able to access your account?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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1 month ago
Dear Lowroller,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
